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Exam : HDI Worldwide QQ0-200
Title : Hdi qualified help desk senior analyst(hdsa)

1. What are the three best methods for building rapport among departments within the support organisation? (Choose three)
A. Active Networking.
B. Involvement in Project management.
C. Participation in company-wide events and initiatives.
D. Involvement in cross-functional teams.
Answer: ACD

2. When designing a help desk technology infrastructure, which two components are most commonly included? (Choose two)
A. Interactive Voice Response.
B. Web server.
C. Telephony system.
D. Call logging system.
Answer: CD

3. Which are two characteristics of active listeners? (Choose two)
A. They demonstrate sympathy.
B. They use the customer’s name.
C. They avoid using verbal attends.
D. They listen for, and recognise, emotion words.
Answer: BD

4. What are the two most important points to remember in order to manage a call successfully? (Choose two)
A. Create a problem-solving work-flow.
B. Use the same terminology as the customer.
C. Clearly document the situation and the steps taken.
D. Give the customer something to do.
Answer: BC

5. What are two purposes of an on-going (event) survey? (Choose two)
A. To evaluate overall satisfaction levels with products.
B. To measure the quality of a single interaction.
C. To assess satisfaction levels with all help desk services.
D. To trend levels of customer satisfaction between annual (periodic) surveys.
Answer: BD

6. An upset, frustrated customer asks to speak to the help desk manager. What is your most appropriate response? (Choose 1)
A. It would be easier to resolve this call if you calm down.
B. I am sorry, but my manager is not available at the moment. May I get her to call you back?
C. I am sorry, but my supervisor does not handle these situations, I can assist you.
D. I appreciate your frustration with this; I have experienced this same problem many times.
Answer: B

7. When communicating with a customer, it is best to avoid _____. (Choose two)
A. Apologies.
B. Empathising.
C. Use of slang.
D. Technical terms.
Answer: CD

8. You are speaking to a customer who has an incident that requires you to perform further research before you can apply a resolution. You document the situation and the impact. What is the best action to take next? (Choose 1)
A. Close the call.
B. Develop a multi-functional team to address the situation.
C. Ask your team colleagues to concentrate on this problem with you.
D. Explain to the customer what will happen next.
Answer: D

9. Which three are characteristics of a strategically-thinking help desk? (Choose three)
A. Transactional focus.
B. Reactive focus.
C. Proactive focus.
D. Information giving focus.
E. Integrated focus.
Answer: BCD

10. Which question should you ask to best assess a customer’s experience and knowledge level? (Choose 1)
A. What is the error code you see?
B. Have you ever had this error before?
C. What were the circumstances that led to this situation?
D. Have you spoken with the systems administrator?
Answer: C

11. A help desk analyst is on the phone with a customer and does not know the solution for the problem. What is the best technique for them to use to disengage from the call? (Choose 1)
A. I have the information. I will get back to you as soon as possible.
B. Allow me to check this further, I will call you at 10:00 with an update.
C. Let me research this, I will call you back as soon as I have a resolution.
D. Permit me to check with some other members of my team, I will get back to you as soon as I review this with them.
Answer: B

12. Which are two characteristics of active listeners? (Choose two)
A. They acknowledge the customer.
B. They know the process for escalating a problem.
C. They restate/paraphrase to ensure understanding.
D. They understand that evidence and reasoning are critical.
Answer: AC

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Exam : HDI QQ0-100
Title : HDI Qualified Help Desk Analyst(hda)

1. For which two reasons do help desk’s log all calls? (Choose two.)
A. Allows ticket monitoring
B. Measure frequency of calls
C. Prove the help desk is right
D. Provide an audit trail of activities
Answer: BD

2. In which four circumstances is it appropriate to use open questions? (Choose three.)
A. When your time is limited
B. When you need to build rapport
C. When you need the customer to elaborate
D. When you have exhausted your possibilities
Answer: BCD

3. A customer calls with a printing problem. You start the troubleshooting process by asking some simple questions. The customer admits that this is his first time using a computer Which three questions should be used to obtain necessary information to solve the problem? (Choose three.)
A. Ask the customer if he is the only one who can print to this printer
B. Ask the customer if a start button or disk icon appears on the screen
C. Ask the customer if he has experienced any problems recently with any other applications
D. Guide the customer through checking the printer connection and making sure the power is turned on
Answer: ACD

4. What is a key benefit of a knowledge-base system?
A. Increases call volume
B. Saves time and money
C. Decreases network traffic
D. Requires lower maintenance
Answer: B

5. What is the number one goal of support services?
A. To give technical support to anyone who calls
B. To resolve all calls requiring technical support
C. To obtain information for any questions that are asked
D. To keep the customer performing at the highest level possible
Answer: D

6. What should you do to assess a customer level of knowledge? What should you do to assess a customer? level of knowledge?
A. Ask open questions
B. Ask closed questions
C. Provide more detailed explanations
D. Assume the customer has a basic level of knowledge
Answer: A

7. An analyst has conveyed incorrect information to a customer. Which action demonstrates personal accountability?
A. The analyst has another analyst call the customer
B. The analyst closes the call and moves to the next call
C. The analyst calls the customer back to correct the information
D. The analyst calls the customer back and blames the incorrect information on bad documentation
Answer: C

8. What are three reasons for providing consistent service? (Choose three.)
A. To guarantee professionalism
B. To instill confidence in your customer
C. To ensure a commitment to excellence
D. To ensure empathy to customer needs
Answer: ABC

9. Which two organisational characteristics are typically found in a supportive workplace environment? (Choose two.)
A. High employee morale
B. Low employee turnover
C. High adherence to policies
D. Low superior-subordinate interaction
Answer: AB

10. Why are customer satisfaction surveys important?
A. They reveal what abandon rate is acceptable
B. They reveal how the help desk is perceived by the customer
C. They determine the percentage of first call resolution (FCR)
D. They determine what level of support the customer is receiving
Answer: B

11. What is the primary role of support service?
A. To track problems and bugs
B. To provide quality assistance
C. To provide technical resolutions
D. To provide the customer with a knowledge-base
Answer: B

12. A customer calls you in a frantic state. The customer has a big presentation in an hour and cannot get the presentation to print. You ask questions about the problem, but the customer keeps talking about what will happen to her if she does not have the presentation ready. Which two actions should you take to get the customer’s attention? (Choose two.)
A. Empathise with the customer
B. Tell the customer to "snap out of it"
C. Regularly use the customer’s first name
D. Raise your voice when asking questions
Answer: AC

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Exam : HDI Worldwide QQ0-400
Title : Hdi qualified customer supprot specialist(css)

1. What is a best practice to use when placing a customer on hold?
A. Document your actions in the incident record.
B. Ensure that the hold music is working.
C. Provide a valid reason for putting the customer on hold.
D. Set a reminder so that you don forget the customer.
Answer: C

2. What is a best practice for effective cross-cultural communication?
A. Ask open questions.
B. Increase the pace of the call.
C. Repeat everything that the customer says.
D. Use proper language expressions.
Answer: D

3. Which statement best describes a good leader?
A. Good leaders demonstrate absolute control over their teams.
B. Good leaders do not need to offer incentives.
C. Good leaders encourage initiative.
D. Good leaders make all the decisions for their staff.
Answer: C

4. What is the best reason for using proper grammar and spelling when documenting incidents?
A. Not using proper grammar and spelling is sloppy.
B. Not using proper grammar and spelling will anger the customer.
C. Using proper grammar and spelling is professional.
D. Using proper grammar and spelling will impress your supervisor.
Answer: C

5. Which metric is used to measure the average amount of time that a customer waits before a call is answered?
A. Abandon before answer.
B. Availability.
C. Average speed to answer.
D. First contact resolution.
Answer: C

6. Which of the following techniques is the best one for reducing and eliminating conflict during a call?
A. Match the customer attitude.
B. Refrain from interrupting the customer.
C. Stop using the customer name.
D. Tell the customer you feel sorry for them.
Answer: B

7. A customer calls with a problem you know they could solve using the Support Centre web site. What is a best practice for encouraging the customer to try self-help?
A. Ask if they have tried the website and give them the answer.
B. Respectfully talk them through the self-help process.
C. Send them an e-mail with a link to the web site.
D. Tell them that the answer is on the web site and give them the URL.
Answer: B

8. What is the best action to take when sharing a workspace?
A. Keep a log of daily activities to share with next shift.
B. Label all of your personal property.
C. Refrain from loading personal software onto computer equipment.
D. Shut down the computer equipment at the end of each shift.
Answer: C

9. What is the most important reason for using customer satisfaction surveys?
A. Customer satisfaction surveys allow customers to say what they really think without offending Support Centre staff.
B. Customer satisfaction surveys help to determine if customer service expectations are being met.
C. Customer satisfaction surveys provide an accurate set of management reports on SLA performance.
D. Customer satisfaction surveys provide information that can be used to assess blame for problems.
Answer: B

10. What is the major difference between problem management and incident management?
A. Incident management and problem management are the same.
B. Incident management aims to get people back to work quickly and problem management tries to stop incidents from recurring.
C. Incident management aims to prevent problems from occurring in the first place, and problem management solves problems.
D. Incident management is used first, and problem management is used if incident management does not work.
Answer: B

11. Whicht is an example of data that must be protected by security policies?
A. Department addresses.
B. General telephone numbers.
C. Head office marketing handouts.
D. Personal information.
Answer: D

12. What type of question will best encourage a customer to talk more about their incident?
A. Closed questions.
B. Open questions.
C. Technical questions.
D. Personal questions.
Answer: B

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Exam : HDI Worldwide QQ0-300
Title : Hdi qulilfied help desk manager(hdm)

1. A key component of being a qualified Help Desk manager is flexibility. In order to be a flexible Help Desk manager, you should demonstrate creative thinking, be prepared to provide answers on undocumented procedures, and _____.
A. be positive
B. be able to multitask
C. be willing to participate
D. use personal abilities and resources
Answer: B

2. Which analysis report helps a manager determine the need for additional organizational skill development?
A. job analysis
B. gap analysis
C. project analysis
D. analyst analysis
Answer: B

3. Which three statements about contract staffing are true? (Choose three.)
A. It enhances teamwork.
B. It allows the company to "try before they buy."
C. It provides the ability to manage periodic peaks in workloads.
D. It can reduce the time it takes for agents to be effective on the phone.
Answer: BCD

4. When marketing a support center, what should be clearly communicated to stakeholders?
A. return on investment
B. staffing requirements
C. implementation timelines
D. infrastructure requirements
Answer: A

5. Which three methods clarify understanding of organizational missions, strategies, strengths, weaknesses, and capabilities? (Choose three.)
A. focus groups
B. round-table meetings with employees
C. consistent and high-impact feedback to team members
D. interviews with key stakeholders, customers, and leaders
Answer: ABD

6. Your Help Desk is 24×7 and covers support for many areas throughout the country. An upcoming snow storm is expected to cause power outages. What helps you prepare for the upcoming days?
A. call answer plans
B. contingency plans
C. UPS usage reports
D. gap analysis reports
Answer: B

7. What can a Help Desk manager do to encourage Help Desk analysts to keep current with industry developments? (Choose three.)
A. promote information sharing and learning
B. put processes in place for encouraging creativity
C. put procedures in place for screening potential ideas
D. prevent open discussions of new technologies at work
E. require a formal plan before consideration of new ideas
Answer: ABC

8. Which two actions ensure consistent customer service? (Choose two.)
A. acknowledge the benefit of the customer’s idea
B. ascertain that priority and severity levels are congruent
C. provide everyone on the Help Desk with similar training
D. ensure that customers are aware of Help Desk contributions
Answer: BC

9. You are supporting someone from a different culture. How can you improve your communication? (Choose three.)
A. speak slowly and loudly
B. pause to verify understanding
C. encourage the person to ask for clarification
D. use proper/standard language expressions (eliminate slang)
Answer: BCD

10. Contract staffing is best described by which statement?
A. Contract employees typically work for a clearly defined time frame.
B. Contract employees need more initial training than full-time employees.
C. Contract employees perform work that is not normally done by a full-time employee.
D. Contract employees work independently and are not considered part of an organizational unit.
Answer: A

11. Which three statements regarding the Help Desk and customer perceptions are true? (Choose three.)
A. Mediocre service is generally acceptable if the customer likes you personally.
B. Mediocre service can cause a customer gradually to want to do business somewhere else.
C. A bad interaction can initiate a customer’s split-second decision never to do business with you again.
D. A positive interaction can initiate a customer’s split-second decision to continue doing business with you.
Answer: BCD

12. What are two roles of expert systems in Help Desk applications? (Choose two.)
A. to narrow down the type of problem and suggest resolutions
B. to provide Help Desk analysts with answers to every customer question
C. to provide a direct channel to vendors’ marketing departments for new systems
D. to provide assistance to second-level analysts for more advanced troubleshooting
Answer: AD

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Exam : HDI QQ0-301
Title : HDI Service Desk Manager (SDM)

1. Is it correct to say that in reality the Configuration Management Database must be accurate and up to date?
(Choose 1)
A.Sometimes.
B.Always, where possible.
C.Always, without exception.
D.Only if the CIs are comprehensive.
Answer: B

2. What is the best description of self-healing tools?
(Choose 1)
A.Self-healing tools allow an analyst to control a customer desktop remotely.
B.Self-healing tools immediately dispatch an engineer when a customer makes a request.
C.Self-healing tools identify when a problem has occurred and automatically corrects it.
D.Self-healing tools remove the emotion from a support request.
Answer: C

3. What is the primary objective of customer satisfaction surveys?
(Choose 1)
A.Customer satisfaction surveys determine if the Service Desk is following the SLA.
B.Customer satisfaction surveys establish a basis for future pay rises.
C.Customer satisfaction surveys identify what customers feel is important.
D.Customer satisfaction surveys demonstrate to senior management that the Service Desk is in demand.
Answer: C

4. What is the best criterion to use when deciding the type of support to provide to a customer?
(Choose 1)
A.Key performance indicators.
B.The customers authority level.
C.The incidents impact on the business.
D.The support resources available.
Answer: C

5. What are two of the key roles of the Service Desk in most organisations?
(Choose 2)
A.The key role of the Service Desk is to demonstrate its value to the organisation it serves.
B.The key role of the Service Desk is to ensure that all metrics are maintained and distributed.
C.The key role of the Service Desk is to enforce service level agreements.
D.The key role of the Service Desk is to provide technical support services to the executives in a timely manner.
E.The key role of the Service Desk is responsibility for the management of incidents.
Answer: AE

6. Customers seem reluctant to engage with SLAs. What two arguments can you use to convince them to become involved?
(Choose 2)
A.SLAs will improve working relationships.
B.IT can always deliver what customers want.
C.IT will become more streamlined.
D.SLAs allow customers the opportunity to criticise IT.
E.IT can prioritise resources to address specific requirements.
Answer: AE

7. Which two of the following are key components of a marketing programme?
(Choose 2)
A.Identifying the key customers.
B.Defining the message and communicating to the relevant audience.
C.Targeting messages to all IT.
D.Communication to all stakeholders in a similar manner.
E.Planning and scheduling ongoing communication.
Answer: BE

8. What is the best description of the mission statement for a Service Desk?
(Choose 1)
A.The Service Desks mission statement describes the purpose of the desk, the services provided and the manner of their delivery.
B.The Service Desks mission statement documents future services to be provided.
C.The Service Desks mission statement explains how service levels will be met.
D.The Service Desks mission statement informs customers of strategies for improvement.
Answer: A

9. Which three are required activities for a service desk manager when undertaking the financial management of the Service Desk?
(Choose 3)
A.Budgeting calculations.
B.Unit costs calculations and analysis.
C.Return on investment calculations.
D.Stocks and Bonds calculations.
E.Staffing policies and procedures.
Answer: ABC

10. What is the best explanation of strategic planning?
(Choose 1)
A.Medium-term projects that are necessary to enable realisation of the long term projects.
B.Development of corporate strategies for promotion of services.
C.A long-term vision of what an organisation needs to achieve in order to meet its objectives.
D.The detailed plan for achieving the objectives set by the strategic plan.
Answer: C

11. How would you measure the success of Problem Management?
(Choose 2)
A.A reduced number of incidents at the Service Desk.
B.Reduced cost per call.
C.A reduced number of changes.
D.A reduction in the time taken to resolve known errors.
Answer: AD

12. You have recently implemented structured information gathering for some aspects of the support offered by your team. What is the best description of this method of acquiring information?
(Choose 1)
A.Asking the questions required to enable you to complete a task.
B.Asking questions in a predefined sequence and format.
C.Asking the questions that you have been told to ask.
D.Asking customers to use email when requesting assistance.
Answer: B

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Exam : HDI Worldwide QQ0-401
Title : SDI-Service Desk Foundation Qualification

1. Which action best illustrates responsible team behaviour?
A. Logging every call.
B. Reporting security violations.
C. Sharing knowledge.
D. Taking more than your share of calls.
Answer: C

2. What is a best practice for establishing effective relationships with your customers?
A. Ensure that your customer understands the SLA.
B. Provide technical language guidance.
C. Show your customer sympathy.
D. Understand your customer business.
Answer: D

3. Which process is concerned with the capture, structure, and reuse of solutions?
A. Call management.
B. Incident management.
C. Knowledge management.
D. Problem management.
Answer: C

4. Which of the following is most likely to be a barrier to communication?
A. The customer ability to use self-help systems.
B. The customer previous experience with the Service Desk.
C. The customer position in the business.
D. The level of support provided by the Service Desk.
Answer: B

5. What is the best reason for using proper grammar and spelling when documenting Incidents?
A. Not using proper grammar and spelling is sloppy.
B. Not using proper grammar and spelling will anger the customer.
C. Using proper grammar and spelling is professional.
D. Using proper grammar and spelling will impress your supervisor.
Answer: C

6. When is it most appropriate to escalate an Incident to a manager?
A. Escalate an Incident if the customer begins to complain.
B. Escalate an Incident the customer is emotional.
C. Escalate an Incident if the customer asks to speak to a manager.
D. Escalate an Incident if the Service Desk is short of staff.
Answer: C

7. When made by a customer, which comment, is most likely to indicate that a conflict is developing?
A. I am tired of my computer always being down.
B. I don’t understand what you mean.
C. I see what you are saying to me.
D. You need to slow down.
Answer: A

8. Why is it important for you to demonstrate confidence when dealing with others?
A. Demonstrating confidence establishes credibility with customers.
B. Demonstrating confidence increases first contact resolution.
C. Demonstrating confidence maximises talk time.
D. Demonstrating confidence minimises conflicts with customers.
Answer: A

9. What is a best practice when writing e-mail?
A. Use animation to emphasise your point.
B. Use different colours to improve readability.
C. Use emoticons to convey empathy.
D. Use standard headers and footers for consistency.
Answer: D

10. What is a best practice for handling phone calls?
A. Clear your desk of any clutter.
B. Show the customer sympathy.
C. Use a standard greeting.
D. Use formal titles when greeting customers.
Answer: C

11. What is a best practice for helping an emotional caller?
A. Ask the customer to talk about their personal problems.
B. Help the customer focus on the Incident and resolution.
C. Maintain a professional approach according to the SLA.
D. Move the conversation carefully on to general issues within the company.
Answer: B

12. Which statement best characterises a friendly and supportive workplace?
A. Management encourages extensive overtime.
B. Team members help each other.
C. Team members work alone.
D. Team members work only their allotted hours.
Answer: B